Assistant Manager, Client Services PK

We are seeking an experienced customer service professional to join our team as an Assistant Manager - Client Services. This role involves providing both strategic and operational support across client services, with a focus on managing executive-level escalations and driving comprehensive customer issue resolution. The successful candidate will play a key role in identifying root causes of problems and delivering actionable insights to enhance service delivery and overall operational performance. This position demands excellent communication, analytical, reporting, and team management skills, and the ability to thrive in a fast-paced, customer-focused environment.

Key Responsibilities

Executive Escalation Management: Serve as the senior point of contact for client management by handling high-priority and executive-level customer escalations with professionalism and efficiency.

Customer Resolution: Engage directly with customers to investigate and resolve complex issues thoroughly, ensuring end-to-end resolution and customer satisfaction.

Case Documentation & Audit: Maintain detailed and accurate records of all executive escalations, including customer interactions, emails, findings, case logs, and relevant timestamps to ensure transparency and accountability.

Root-Cause Analysis: Examine recurring problems, process inefficiencies, communication gaps, and agent errors to identify underlying causes and recommend improvements.

Reporting & Dashboards: Create and update daily and weekly dashboards that track case statuses, recurring issues, trends, and team performance metrics to support informed decision-making.

Operational & Onsite Support: Provide operational assistance to the client team at their headquarters when needed, facilitating smooth coordination among stakeholders.

Team Management: Support team leadership by managing performance, ensuring service quality, and meeting productivity and operational goals.

Required Qualifications

Education: A minimum of a Bachelor’s degree is required.

Experience: Proven experience in customer service, escalations, client services, or related operational roles, preferably with exposure to handling complex or executive-level cases.

Technical Skills: Proficiency in Microsoft Excel and PowerPoint is essential for reporting and data analysis tasks.

Communication: Strong verbal and written communication skills, coupled with effective stakeholder management capabilities.

Leadership: Demonstrated ability to lead teams, manage performance, and collaborate with cross-functional stakeholders.

Analytical Skills: Excellent problem-solving, critical thinking, and root-cause analysis skills to identify and address issues effectively.

Work Approach: Ability to prioritize multiple tasks, work well under pressure, and adapt to a dynamic, fast-paced environment.

This role offers the opportunity to make a significant impact on client satisfaction and operational excellence by leveraging your expertise in customer service and team leadership. If you are motivated by challenges and committed to delivering high-quality service, this position provides a rewarding platform to advance your career.